Office Support Specialist I

Commonwealth of Massachusetts•Boston, MA

1d•Onsite

About The Position

The Massachusetts Commission Against Discrimination (MCAD) is seeking a dynamic and committed individual to provide administrative support. The Office Support I will maintain files and records; answer telephones; interact with the public on the telephone, through electronic mail, through the Comprehensive Case Management System (CCMS), and in-person; prepare and mail outgoing correspondence or parcels, including serving complaints on parties; prepare correspondence, forms, and reports for processing, storage, or forwarding; answer inquiries/information calls, schedule intakes, review and enter complaints into CCMS; operate standard office machines and equipment, and perform related work as assigned. The basic purpose of this work is to provide administrative and reception support for the Investigations Division and the agency. This position is expected to be on-site 5 days a week (Monday to Friday).

Requirements

Knowledge of the English language, including spelling, word meaning, and word usage.
Knowledge and proficiency in using Microsoft products, including Word, Outlook, and Excel.
Experience in using database programs.
Ability to use virtual meeting platforms such as Zoom or Teams.
Demonstrated ability to work remotely.
Ability to understand and apply the laws, rules, policies and procedures governing assigned unit activities.
Ability to assemble items of information in accordance with established procedures.
Ability to maintain accurate records.
Ability to communicate effectively in oral expression.
Ability to deal tactfully and respectfully with others.
Skill in operating general office machines and equipment such as photocopiers, other copying machines, scanners, file retrieval equipment, central console telephone systems, perforators, folders, electric staplers, shredders, or similar equipment.
Ability to explain the laws, rules, policies, and procedures governing assigned unit activities.
Ability to give written and oral instructions in a precise, understandable manner.
Ability to communicate effectively in verbal and written expression.
Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below:
I. An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.
II. An Associate's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.
Educational substitutions will only be permitted for a maximum of two years of the required experience.

Responsibilities

Assists parties and constituents with questions about CCMS to assist with filing complaints, MCAD Case Portal registration, and assists parties with basic navigation of the MCAD Case Portal for cases assigned to Preliminary or Formal Investigations.
Composes, serves, and files correspondence such as complaint service letters, information requests, meeting confirmations, etc. Serves complaints and corresponding letters and documents on parties through CCMS or through other approved means of communication. Assists Investigations with re-service of complaints, as assigned.
Provides coverage for and otherwise assists team members with work-related duties when requested.
Assists Preliminary Investigations by contacting parties to obtain updated email addresses and contact information to ensure accurate service of complaints and other MCAD notices through CCMS.
Maintains MCAD approved updated information sheets to hand out or mail to parties.
Provides reception support to the agency’s receptionist in the Boston office and serves as a primary receptionist when needed.
Assists with receiving and distributing incoming mail, memoranda, packages, etc., to appropriate individuals within the assigned unit.
Reviews and properly enters complaints into the case management system (CCMS) as assigned.
Locates and gathers information from records using CCMS to respond to inquiries or requests by supervisor.
May answer the agency’s main switchboard, route calls and requests for case status to appropriate staff, take messages, and answer general questions about established agency procedures. Provides routine information concerning agency services according to established procedures, also referred to as “information calls.” Answer inquiries relative to laws, rules, regulations, policies, and procedures governing agency services.
Greets people at the agency’s main desk. Ensures the reception area is orderly and that individuals are assisted promptly and professionally.
Follows front desk protocols, including obtaining supervisor, manager, or security assistance with a party or constituent who requires assistance or de-escalation.
Contacts parties, representatives, or witnesses, as assigned by the Administrative Supervisor, Director of Preliminary Investigations, or other manager.
Prepares standardized forms such as receipts, etc., according to office procedures.
Operates standard office machines and equipment requiring brief orientation for use, such as photocopiers, other copying machines, scanners, central console telephone systems, shredders, or similar equipment.
Review forms, lists, documents, correspondence and/or complaints for accuracy and completeness.
Perform typing functions such as typing forms, routine correspondence, envelopes, labels, index cards, etc.
Maintain records according to established procedures to ensure accurate and complete information.
Notify appropriate parties, orally and in writing, of information such as meetings and conferences.
Compile statistical information to be included in reports of agency activities.
Perform typing functions requiring the ability to produce letters and memoranda.
All other related duties as assigned.